Quickstart - Customer Services Complaints

4 months ago


Barry, United Kingdom Vale of Glamorgan Council Full time

**About us**
These posts will work as part of Housing and Building Services processing customer complaints, compliments and political enquiries. This will require processing the complaints database and then fielding the complaint, enquiry to appropriate individuals before collating the information in reply to prepare a written response.

It is proposed this way of working will provide an independent review of the complaint which at present is managed by the service manager who would have a vested interest in presenting a positive response which may be in conflict with the basis of the complaint/ enquiry. It is hoped this will lead to improved customer relations and a reduction is stage 2 complaints.

**About the role**
- Managing the numerous complaints received through our customer network and working alongside the Administrative Support Officer for Housing to manage politician enquiries.
- Collate data/response relating to the complaint from individual teams to enable a suitable and complete response.
- Draft response and issue to complainant.

Hours of work -. 25 hours per week
Rate of pay - National Minimum Wage
Location of placement
- Contract - Temporary (6 months)

This role would be suited to hybrid working with some time essential to the office for data collation and focused time for administration and response writing suited to either home or office locations.

Based at the Alps, there would be occasions where staff located at the Civic Centre would need a visit. This would be dependent upon the workflow.

**About you**

You will need:

- a logical and questioning mind-set.
- Computer skills
- Good English Grammar with possible Welsh speaking as an advantage

**Additional information** Employability Support**

They will be working with senior managers to support their customer service and letter writings skills. They will also be able to practice investigatory techniques and begin to understand customer psychology and motivations.

ICT training and support with a focus on internal software systems as well as improving understanding of Microsoft packages. They will also receive support on successful communication techniques and good customer care.

Job Reference: LS00273



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